Refund policy

Fair, clear,
no fine print.

Last updated: 16 July 2026

This Refund Policy applies to all digital tours, bundles and passes purchased on narra-tours.com ("NarraTours"), operated by NarraTours S.r.l., Via Romante 13, 01000 Roma (RM), Italy, VAT/P.IVA IT 092387890 ("we", "us"). Nothing in this policy limits or replaces your statutory rights as a consumer under EU law and the Italian Consumer Code (Legislative Decree 206/2005).

1.Our 48-hour satisfaction guarantee

Every NarraTours purchase is covered by a voluntary 48-hour money-back guarantee. If you are not satisfied for any reason — even if you have already started or completed a tour — write to us within 48 hours of your purchase and we will refund the full amount. No questions asked, no conditions.

This guarantee is a commercial promise we make on top of your legal rights: it never reduces or replaces them.

2.Your EU right of withdrawal (14 days)

If you are a consumer in the European Union or EEA, you normally have the right to withdraw from an online purchase within 14 days, without giving any reason (Article 52 of the Italian Consumer Code; Directive 2011/83/EU).

NarraTours products are digital content supplied without a physical medium (streaming audio, video and interactive maps). For this type of product, EU law provides a specific rule:

• If you have not yet accessed your tour: you can withdraw at any time within 14 days of purchase and receive a full refund.
• If you have started your tour: at checkout you expressly requested immediate access to the digital content and acknowledged that, by doing so, you would lose your statutory right of withdrawal (Article 59(1)(o) of the Italian Consumer Code / Article 16(m) of Directive 2011/83/EU). In this case the 14-day withdrawal right no longer applies — but our 48-hour guarantee in Section 1 still fully protects you within its window.

3.How to request a refund or withdraw

Send an email to [email protected] — ideally from the same email address you used at purchase — with:

• your order number (you'll find it in your confirmation email) or the purchase date;
• the name and email used for the purchase;
• optionally, the reason — it helps us improve, but it's never required.

You may also use the model withdrawal form below, although it is not obligatory. We confirm receipt of every request within 48 hours.

4.How and when you get your money back

Approved refunds are issued to your original payment method within 14 days of the approval of your request — usually much sooner. Depending on your bank or card provider, the amount may take a few additional business days to appear on your statement. We never charge fees on refunds.

5.Bundles and passes

The Essential 3-Pack and the Premium All-Access Pass are each a single purchase: the same rules above apply to the bundle as a whole, and approved refunds always cover the full amount paid. Accessing any tour or bonus included in a bundle counts as starting the digital content for the purposes of Section 2.

6.Technical problems

If a tour or any included feature does not work properly, contact us and we will fix it — usually within hours. Under the legal guarantee of conformity for digital content (Articles 135-octies and following of the Italian Consumer Code), if we cannot bring the content into conformity within a reasonable time, you are entitled to choose between a replacement, a price reduction, or a full refund — regardless of the time windows in Sections 1 and 2.

7.When a refund is not available

• Requests made more than 48 hours after purchase, when the tour has already been started (Sections 1 and 2), unless a technical problem applies (Section 6).
• Cases of evident abuse of this policy, such as repeated purchase-and-refund cycles of the same content.

Even in these cases, your statutory rights — including the legal guarantee of conformity — always remain unaffected.

8.Disputes

We work hard to solve every issue directly — talk to us first. As an EU consumer, you can also use the European Online Dispute Resolution (ODR) platform or contact your local consumer protection authority.